Hire the Best Customer Experience Specialists
in the United States

I’m a reliable and detail-oriented Client Support & Customer Experience Specialist with experience supporting e-commerce, membership-based, and online businesses through clear, professional, and customer-focused communication. I specialize in being the dependable point of contact that helps customers feel supported while ensuring backend operations stay organized and accurate. My background includes managing customer email inboxes, responding to inquiries, assisting with orders, tracking and shipping questions, handling refunds and returns, and providing general product or service support. I’m comfortable working across email, chat, and support platforms while maintaining a friendly, brand-aligned tone in every interaction. I’m highly organized, responsive, and able to work independently while meeting response-time expectations. Attention to detail is a core strength of mine, and I take pride in keeping customer records accurate and following processes consistently. I also work closely with internal teams to escalate complex issues when needed, ensuring smooth resolution and a positive customer experience. Beyond day-to-day support, I understand how strong customer experience impacts retention, brand trust, and long-term growth. I approach every interaction with professionalism, empathy, and efficiency, helping businesses build strong relationships with their customers. If you’re looking for a customer support professional who is reliable, communicative, and genuinely invested in customer satisfaction, I’d be happy to support your business.

Hi, I’m McKenzie 👋 I help SaaS teams, founders, and growing businesses keep customers supported, tasks organized, feedback documented, and follow-ups handled on time. → I manage 136+ SaaS customer accounts → I’ve handled 15,800+ customer interactions → I’ve maintained 98.5% CSAT → I’ve supported $1.2M+ in upsell revenue and $3.9M in pipeline → I’ve managed $3M ARR accounts with 100% client retention View my portfolio below, or message me if you need dependable help keeping customers supported, tasks organized, and details moving. ——— The longer, sit-down version: I’m a customer success, support, and operations professional with 8+ years of experience across SaaS, EdTech, admissions, account management, and client-facing roles. My background fits customer support, client success, virtual assistant work, executive assistant support, app testing, product reviews, and task-based projects because all of those roles depend on the same core strengths: clear communication, attention to detail, organization, and reliable follow-through. In my current role, I manage 136+ K-12 SaaS accounts, helping customers stay engaged, supported, and on track with product adoption. Before that, I handled 15,800+ customer interactions while maintaining a 98.5% CSAT score and ranking among the top performers on my support team. Your resume also shows strong revenue/account proof, including $1.2M+ in upsell revenue supported, $3.9M in pipeline, $3M ARR account experience, and 100% client retention. I’m a strong fit for teams that need someone who can step in and bring structure to customer communication, inboxes, CRM notes, follow-ups, onboarding tasks, meeting notes, product feedback, app testing notes, and support workflows. When you work with me, you get someone who understands both the customer side and the operations side: customers need clear answers, leaders need organized updates, and teams need details captured accurately so work keeps moving. I’m especially useful for: SaaS teams that need CS or support help Founders who need customer communication or admin tasks handled professionally Coaches and consultants who need client follow-ups organized Small businesses with messy inboxes, CRMs, or workflows Teams that need meeting notes, task tracking, summaries, templates, or SOPs Companies that need app testing, product feedback, or user experience notes from a detail-oriented customer-facing professional If you need someone dependable, organized, and customer-focused, I’d be happy to help!

YOUR VIRTUAL ASSISTANT! ⭐️⭐️⭐️ YOU FOUND ME! I help busy business owners, startups, and e-commerce brands stay organized and responsive so nothing falls through the cracks and your customers always feel taken care of. With over 7 years of experience in Customer Support and Virtual Assistance, I’m experienced in fast-paced environments where clear communication, accuracy, and follow through matter. I take ownership of tasks, respond promptly, and ensure work gets done without constant follow-ups. You can rely on me to keep your operations running smoothly. What I can support you with 👌 • Email, chat, and voice customer support • Inbox and ticket management (CRM & help desk systems) • Customer issue tracking, follow-ups, and resolution • Scheduling and calendar coordination • Administrative support and documentation • Spreadsheet tracking and internal reporting • Basic IT and platform troubleshooting • Communicating with internal teams and external clients • E-commerce support, order updates, refunds, and escalations My goal is to reduce your workload, improve customer satisfaction, and give you peace of mind knowing your support and admin tasks are handled professionally. I’m reliable, proactive, and committed to delivering consistent, high-quality support. Feel free to message me, let’s make your day-to-day operations easier. 😊

SERVICES I PROVIDE: CUSTOMER SUPPORT MANAGEMENT I provide end-to-end customer support services across email, chat, phone, and ticketing platforms. I help businesses maintain high service standards, improve response times, manage escalations, and create positive customer experiences that drive retention and loyalty. Services include: * Customer inquiry management * Email and chat support * Phone support * Escalation handling * Complaint resolution * Customer retention support * Billing and subscription support * Account management support * Refund and replacement processing * SLA monitoring and adherence CUSTOMER EXPERIENCE (CX) OPERATIONS I help businesses move beyond reactive support by identifying customer pain points, uncovering recurring issues, and improving the overall customer journey. Services include: * Customer journey analysis * Voice of Customer (VoC) analysis * Customer feedback review and reporting * Customer experience audits * Customer pain point identification * Cross-functional collaboration between support, operations, product, and marketing teams * Customer retention improvement initiatives * Support process optimization E-COMMERCE CUSTOMER SUPPORT I support online stores by managing customer interactions and operational workflows that directly impact customer satisfaction and revenue. Services include: * Shopify customer support * Order management * Order tracking and delivery support * Returns and exchanges * Refund processing * Subscription management * Product inquiries * Discount and promotion support * Fulfillment issue resolution * Vendor and customer communication TECHNICAL CUSTOMER SUPPORT I investigate and resolve complex customer issues by analyzing customer behavior, reviewing system data, and coordinating with internal teams to identify root causes. Services include: * Tier 1 and Tier 2 support * Technical troubleshooting * Account access issues * Login and authentication support * Subscription and billing troubleshooting * Platform navigation assistance * Product issue triage * Root cause investigation * Escalation documentation * Cross-platform issue analysis SUPPORT OPERATIONS & PROCESS IMPROVEMENT I help businesses create scalable support systems that improve efficiency, reduce support volume, and increase consistency across teams. Services include: * Support workflow design * SOP creation and documentation * Knowledge base development * Help center optimization * Ticket routing workflows * Escalation frameworks * Internal process audits * Support quality improvement initiatives * Agent onboarding documentation * Operational reporting AI & SELF-SERVICE OPTIMIZATION I help businesses leverage AI and automation to improve customer support while maintaining a positive customer experience. Services include: * Chatbot training and optimization * AI support workflow development * Knowledge base preparation for AI systems * SOP integration into AI tools * Self-service portal development * Deflection strategy development * Human handoff workflow design * FAQ creation and optimization CUSTOMER INSIGHTS & REPORTING I transform customer conversations and support data into meaningful business insights that support better decision-making. Services include: * Customer trend analysis * Support volume analysis * Customer behavior analysis * Recurring issue identification * Customer sentiment reporting * Escalation trend reporting * Process improvement recommendations * Customer feedback summaries * Operational performance reporting CRM & SUPPORT PLATFORM ADMINISTRATION I help businesses organize and optimize their support systems to improve team productivity and customer satisfaction. Services include: * Zendesk administration * Intercom support management * Gorgias support management * Salesforce support workflows * Ticket tagging strategy * Macro creation * Automation setup * View and queue management * Support workflow configuration * Agent productivity optimization VIRTUAL OPERATIONS SUPPORT I provide operational and administrative support that helps teams stay organized, informed, and efficient. Services include: * Calendar and meeting coordination * Team communication support * Inbox management * Documentation management * Project coordination * Task tracking * Vendor communication * Internal reporting * Data entry and system updates * Administrative support SPECIALIZED INDUSTRIES I have experience supporting customers and operations in: * E-commerce * Digital Health * SaaS Platforms * Subscription Businesses * Marketplaces * Consumer Products * Technical Support Environments * Customer Experience Teams

Bilingual (English/Spanish) Customer Support & Operations Specialist with 8+ years of experience supporting customers across healthcare, e-commerce, travel, and remote service environments. I help businesses deliver clear, empathetic, and efficient customer support while keeping operations organized, documentation accurate, and customer experiences positive. My background includes high-volume inbound and outbound communication, customer onboarding, account assistance, scheduling, dispatch coordination, CRM management, documentation, administrative support, and operational processes. I have worked with platforms including Zendesk, Aircall, Freshdesk, NICE CXone, Microsoft Teams, AWS, and other business systems. I am comfortable with: • Phone, email, and chat support • Customer onboarding and follow-ups • CRM systems and data management • Administrative and operational support • Scheduling and coordination • Documentation and compliance processes • High-volume customer interactions I work independently, communicate clearly, adapt quickly to new systems, and stay calm under pressure. My goal is to protect your brand while providing a professional and positive experience for your customers.

10 years. 93% Job Success. I'm a bilingual (EN/ES) customer support specialist who helps businesses deliver fast, empathetic, and organized support via email, chat, and phone. I've handled high-volume support at companies like Roblox and Chairish, managing everything from account issues and order disputes to community moderation and billing escalations. I help businesses stay on top of messages, schedules, and operations while making sure clients and teams feel supported and valued. 💬 What I can help with: • Email, Chat & Phone Support (bilingual, professional) • E-commerce Order Management (returns, cancellations, damages) • Account & Billing Issue Resolution • Community Moderation & Trust & Safety • Operations & Administrative Support 🌟 Why clients keep coming back: • Empathetic, clear communicator in both English and Spanish • Highly organized. I don't let things fall through the cracks! • Experienced with CRM tools, ticketing systems, and fast-paced queues • Top Rated Plus If you need someone reliable who hits the ground running, let's talk.